Why Ops Is Really About Culture (Not Just Process) with Nicky Russell

The work we produce gets all the attention.

But the real question is: what’s happening behind the scenes that makes that work possible?

In this episode of The Handbook, Harv sits down with creative operations expert Nicky Russell, co-founder of WDC, We Deliver Change, and chair of the Creative Operations Summit in London. Together they explore the discipline of creative ops – the systems, culture, and leadership required to help creative teams do their best work.

What starts as a conversation about creative teams quickly expands into something bigger: how operations leaders create the environment where great work can actually happen.

Here’s what we dive into:

• What creative operations actually is – and why it’s becoming a strategic role inside agencies, brands, and consultancies
• Why ops is fundamentally about culture – not just processes, workflows, and systems
• Why happiness and psychological safety matter more than most leaders realise when it comes to producing great work
• How creative ops and business ops are converging as technology and AI reshape how work gets done
• How learning to speak the language of different stakeholders is often the key to unlocking real influence.

Whether you work in a creative environment or not, the themes in this conversation will resonate with any ops leader trying to build a healthier, more effective organisation.

Additional Resources:
👉 Follow Nicky on LinkedIn:

🌐 WDC London: https://wdc-london.com/

🌐 In-House Agency Leaders Club: https://www.ihalc.com/

🗓️ Henry Stewart Creative Ops Summit London, 19th March 2026: https://henrystewartconferences.com/creative-operations/

👨 Follow Harv on LinkedIn: https://www.linkedin.com/in/harvnagra/

📈 Measure your business maturity and find out how to get to the next level: https://bit.ly/assess-business-maturity

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